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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I took out a loan and I never received it. They keep giving me the run around. I am beyond furious.Business response
06/20/2024
We are in receipt of the correspondence that you received from *********************************. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchase Transamerica as a additional insurance policy that pays us when i am involved in a accident or have a medical issue. I pay every month on time through my employer. On multiple occasions i have submitted claims to Transamerica and it is virtually impossible to get them to pay out anything. I recently had surgery due to an accident that occurred to my ********. I sat on a toilet seat that had cleaning agent on it and caused phymosis. I had surgery and was out of work for ten days. I have a accident plan and short term disability plan with Transamerica. I have filled out the proper paper work to file a claim. Excuse after excuse they give me why they can't pay out. When i call them and actually speak to someone they lie and say they can't read the claim the doctor submitted but they already denied my claim with a absurd reason. It doesn't make sense. How are they denying a claim and actually telling me it's not covered but when i speak to them they to resubmit cause they couldn't read the claim. This is not the first time they have did this. Multiple claims i have field over the past years and they did not pay or made it outrageously difficult for someone to get paid. I have been A member of Transamerica for close to 9 years and i pay $45 a check. I get paid 26 times a year and i completely fed up with the unprofetionalism they treat their customers. I want them to either pay my claim or i want to be refunded since the day I have enrolled with them.Business response
06/20/2024
We are in receipt of the correspondence that you received from *******************. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 3 life ins. policies from Transamerica (TA) in Sept. 1998 for myself, my husband, and our daughter. I've faithfully paid my premiums for the last 26 years. My husband passed away 01/22/2024. I contacted TA 02/02/24 to file a claim on his policy that I am the owner of. I was told that I can't file online & they are mailing me one by **** regular mail. (I found out later this is when the customer serv. rep. changed the number of my street address.) I called back 02/14/24, no forms received. From 2/14/24 to 03/01/24, I was emailed the forms several times, always distorted. I used these forms & filed my claim on 03/01/24. 3/12/24 I got a copy of a change of address in the mail from Feb. that was mailed to a wrong address, and I received the check for the life ins. claim in the mail. The CHECK WAS MADE PAYABLE TO MY DECEASED HUSBAND. When I called, he verified the claim form was filled out correctly. I was told NOT to mail the check back to TA, they're stopping payment. I tried to find a phone number to an office in the **, all of them auto send you to another country for customer service. After finding the address for the home office in *********, **, I wrote a letter, including my written notes of each time I contacted TA, what was said, with copies of the claim I filed, policy, and initial application for life insurance. I submitted this to the claims department via email on 6/7/24, also mailing the original to their home offices address by **** Priority - Signature Required, 6/7/24. I requested a response to verify receipt of my letter, to this day I have received nothing emailed, mailed, or phone call. From 03/12/204 through 6/18/24, I have called TA at least 6 times, the stop pay was NEVER initiated. I called TA today, 6/18/24; I was told again the stop pay process has begun. It has been FOUR months since I filed my claim #A879351. At this point, TA should be compensating me with interest for holding my benefit of $25.000 for 4 months.Business response
06/20/2024
We are in receipt of the correspondence that you received from ***********************. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
06/20/2024
Complaint: 21868154
I am rejecting this response because:I understand your need for confidentiality. I am looking forward to a swift and acceptable conclusion.
I do hope that this situation will bring awareness to your company's flaw when processing life insurance claims.
Sincerely,
***********************Customer response
07/08/2024
Dear BBB,I received a check, delivered by *****, in the amount of $25,000.00 made payable to me, *******************************.The attached benefit information had not been corrected. It still has the claimant as my husband, *********************, who has passed away and the sole reason I have filed this claim.I have not deposited the check yet because their record of my claim is incorrect, and I am not confident that TA will correct it if I do.The check stub stats that this check represents the proceeds of this policy which has matured as a death claim. I am confused how TA can have any of their records correct on this life insurance policy with the mess they have created showing my husband as the claimant and the insured; then issuing the check to me as the payee.It has taken six (6) months since my first call to TA on February 2 through July 1, 2024, to receive a check made payable to me, **************************, owner, and claimant.I am not sure what I should do. TA still has not contacted me about my letter to them. I know it should reflect me as the claimant for lawful record keeping and reporting.***********************260 Michigan StreetDeFuniak Springs, ** 32435-2679Celluar: **************Business response
07/08/2024
We are in receipt of the correspondence that you received from ***********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
07/08/2024
Complaint: 21868154
I am rejecting this response because:1. If I accept Transamerica's response it will close the complaint prematurely.
2 I will patiently wait for Transamerica to correct their errors as to the wrong claiment in their file.
3. I am going to deposit my benefit ckeck in good faith that Transamerica will faithfully correct the errors.
Sincerely,***********************
***********************Initial Complaint
06/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had invested for 5 years in a life insurance policy with Transamerica amounting to a $18,000.00 total. On December 20, 2023 I spoke to a Transamerica agent discussing options for withdrawal of the policy. One of the options the agent mentioned was transferring the value to another life insurance company. According to their directions if we wanted to cash out the life insurance policy due to the fees we would only receive $4,049.60 however, if we were to transfer the value to another company that would be $12,000.00 in cash value. At their direction we then filed for a 1035 Exchange which would transfer the life insurance policy cash value of $12,000.00 to another company in this case Equitable. Six months later Transamerica claims the value is $4,000.00 instead of the $12,000.00 they had promised. Their reasoning is that in order to do a transfer the process requires them to surrender the value then transfer the surrendering value to the other company.Business response
06/18/2024
We are in receipt of the correspondence that you received from *************************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Requested a loan from my cash value of a life insurance plan on 5-31-24. Was told it would be 3-4 days. On 6-11-24 I called to inquire status and was told loan did not process due to some error which I was not told what it was . Agent resubmitted request and stated she was going to overnight the check its 6-17-24 and nothing. I called today and an agent stated loan request has not been reviewed yet and once it does it will be 3-5 days to receive check. What horrible practice! This is my money. What is holding it up, the money is there. I should be wired the ml ey to my account now with no charge after waiting this long. Whats the purpose of this, I might as well have gone to a bank.Business response
06/17/2024
We are in receipt of the correspondence that you received from *********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My dad has been paying Transamerica long term care company since the 2000s for long term care policy. We are trying to get TA to give him approval to start using his benefits. They use DELAY tactics including the following, In order to avoid payouts for my 97 yr old dad: 1. Promise callbacks that NEVER happen. 2. They do not assign CASE MGRS to claims so you must talk to a new person every single time. You cannot speak to or get an email address for a supervisor. 3. They claim that they do not have the necessary info to approve the claim, which is a lie. Again, delay... 4. They pass the blame to other agencies who supposedly dont get back to them, like doctors, home care agencies, ad infinitum. 5. After they claim they cannot reach one source of info after trying ONE time, they CLOSE the case! Dad has been paying out of pocket since March, and his money is being depleted, thanks to these delay tactics in approval to use his ltc benefits.Business response
06/17/2024
We are in receipt of the correspondence that you received from *********************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
06/17/2024
Complaint: 21852219
I am rejecting this response because we have completed all of the necessary steps and approvals for dad to start using his benefits. We have documentation going back to March 2024 of ths, as well as texts and phone calls that verify our compliance in doing what was asked of us by Transamerica.We are aware of this as a delay tactic, and we are certain that they are hoping ******* (age97) dies before TA approves him.
Sincerely,
*********************Business response
06/20/2024
Thank you for the follow up email.
As you are aware, pursuant to Privacy Rule requirements of the federal Health Insurance Portability and Accountability Act (HIPAA), we are not at liberty to release our Insureds personal health information (PHI) to anyone who is not expressly authorized by the Insured to receive such information. We do not have our insureds authorization to release information to you regarding her PHI. Our investigation is still ongoing. We will respond to the complainant as soon as we have concluded our review. We can assure you that we value our customers and try to make the claim process as easy as possible for our insured.
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a life insurance policy from transamerica for my husband 9 years ago. My husband had no life insurance when we got married so we got a $10,000 whole life policy with transamerica. There had been times the payment was late but it was always paid. Recently I received a letter that the policy converted to term insurance. I never got any letter prior notifying me that it would convert to term insurance I called and said No, I don't want term so the agent said I could have it re-in stated so I thought he meant I didn't pay but I told him I just paid the premium on March 9, 2024. He said some forms would be sent for me to fill out and fax back. Well. I got the forms with several pages to fill out with questions about health, doctor visits, medications he's on now, hospital visits etc. We filled out the forms and faxed them back 3 times because they said there was information missing. After each fax, I would call to check that they received it and sometimes it would be days before they acknowledged they got the faxes until the 3rd fax. They said it would take up to 60 days to process. After sending the 3rd fax and calling to verify they received it, they once again didn't see it and decided they would send me the forms "with instructions" again! I received the forms but this time they included an authorization form for HIPPA giving permission to get my husband's medical records. I filled the forms out yet again but called with a question and when I repeated over again what was going on the agent said "we did receive all the faxes and underwriting found your husband did not qualify for reinstatement"!! My husband is 71 years old and yes he now has health issues and when I questioned the agent why would I be told I could have the policy reinstated if they were going to deny it? I specifically asked if it was because not only is my husband 71 years old now but because he has health issues now and he said yes!! They returned my March payment April 1st. NOT RIGHT!Business response
06/12/2024
We are in receipt of the correspondence that you received from *************************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed for short term disability with an approved medical leave of absence from work back on April, 18th, 2024. Transamerica has since claimed that they cannot read the one document which I have provided for you in two different formats. They have said the same document sent to them the same way is both too dark and too light to read. I have converted it to every different file format they take. I have both embedded it and attached it. I have bcc the email to my other email addresses as well as friends emails. All of us can read it just fine. It has been 7 weeks since I filed this claim and sent them all the documents they asked for. They have still not paid out my claim or even approved it. And now they are asking for further documents that I have already submitted and was told that they were accepted. When I call them and ask for a supervisor, they claim that no supervisors are available to talk to me, but someone will call me back within 48 hours. This has never happened. To add insult to injury, I called once and got someone on the line that was actually helpful. Suddenly when I wanted to give kudos to someone, there was a supervisor I could talk to. I am about to get evicted from my apartment due to what I feel is Transamerica's willful negligence and incompetence. I am also about to lose my health insurance due to having no money to pay my premiums. I currently have two nephrostomy bags in my kidneys. If I cannot get them removed and get one further procedure done that is supposed to stop my constant kidney stones which are leading to infections that are destroying my kidneys, I will die. This is a matter of life and death. I need this adjudicated and paid out within a week or I am likely to face consequences that will lead to me either being permanently disabled and needing a kidney transplant or to my death. Please help.Business response
06/12/2024
We are in receipt of the correspondence that you received from *****************************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
06/21/2024
Complaint: 21836222
I am rejecting this response because: I have seen no movement on my claim since then, though I have now spoken to someone from the underwriting company. They requested a final document, which I provided within 30 minutes. Their website and app both still say my claim has been received for processing. It is not even under review yet. The doctors sent the request info days ago. I've lost my health insurance, my car has been repoed, and my apartments have filed eviction on me. If I don't have this money early next week, it will be too late.
Sincerely,
*****************************Business response
07/08/2024
We mailed our response directly to ****************** on 06/24/2024. Thank youBusiness response
07/09/2024
We mailed our response directly to ****************** on 06/24/2024. Thank youInitial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We have a policy for ************** effective 2/22/1995. Policy number ending in #****. I initiated a claim on March 5, 2024, and have received nothing but excuses. Transamerica keeps sending letters saying we have not sent them the required documents, even though we have. We have copies of all correspondence, but they continue to delay and make up excuses as to why they haven't paid the claim. I am not the only victim. I checked the reviews for this company and find hundreds of complaints for non-payment of claims and no positive reviews.Business response
06/10/2024
We are in receipt of the correspondence that you received from *************************. Due to privacy laws and regulations we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway and we will respond to the complainant in writing to as soon as we have concluded our review.Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Retired and filed a full surrender and cannot get my money. Received many many letters check was mailed but never received check and made many many phone calls and different person each time and each time told check mailed have to stop payment will take ten days and the cycle starts again - no check - call - check mailed - stop payment and no check received. Address is correct and again received all letters from them in mail but no check. Told cannot deposit directly, although they took out payment monthly from my checking account. Been trying to get check since March. Letter received April 22nd stated check mailed and that was the start of this endless cycle.Business response
06/10/2024
We are in receipt of the correspondence that you received from ***********************. Due to privacy laws and regulations, we apologize that we cannot provide a comprehensive response to the BBB.
We take consumer concerns seriously and this matter has our full attention. Our investigation is underway, and we will respond to the complainant in writing to as soon as we have concluded our review.Customer response
06/11/2024
Complaint: 21824437
I am rejecting this response because: Same ole excuse - will get back with us. This is just a new cycle of not sending me my money. Going to get a lawyer to handle this. And they might be paying more since I have to do this!
Sincerely,
***********************Business response
06/17/2024
We are currently reviewing this matter and will provide a comprehensive response to ************ once complete.
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